IT Service Desk Specialist

Support the management of the IT Service Desk to ensure standardized, efficient, and high-quality IT support services for internal customers. Respond promptly to system alerts, incidents, and service requests, coordinating timely escalation and resolution to achieve complete incident closure. Provide desktop and end-user support by installing, configuring, troubleshooting, and maintaining Windows and macOS operating systems, laptops, desktops, printers, and mobile devices. Administer and maintain Active Directory, Microsoft 365, VPN services, and endpoint security policies. Prepare and report key operational metrics, including Mean Time to Resolution (MTTR), SLA compliance, ticket volume, and service performance. Log, prioritize, track, and resolve IT requests through the ticketing system while ensuring compliance with established Service Level Agreements (SLAs). Collaborate closely with Desktop Support, Infrastructure, Network, and Information Security teams to provide regional and global end-user support. Continuously improve IT service delivery processes, maintain a centralized IT support portal, enhance user experience, and create and maintain IT operational documentation and knowledge base articles. Manage user accounts, access permissions, and identity lifecycle while ensuring system security and data confidentiality. Requirements Proficient in spoken and written English for daily business communication; previous experience in an IT Service Center or Shared Service Center is highly preferred. Diploma or Bachelor's degree in IT, Computer Science, or a related discipline. Minimum of two (2) years of experience in IT Support, Service Desk, Help Desk, or Network Operations Center (NOC) environments. Solid knowledge of computer hardware, operating systems, Microsoft 365, networking fundamentals, and the ability to mentor Level 1 support engineers in resolving common technical issues. Hands-on experience installing, configuring, administering, and troubleshooting Windows, Microsoft Office, macOS, and end-user devices. Advanced proficiency in Microsoft Office applications and troubleshooting. Experience with automation or scripting using PowerShell and/or Python is preferred. Experience deploying, administering, and troubleshooting enterprise VoIP telephone systems. Experience in FinTech, financial services, or other highly regulated industries is preferred. Excellent interpersonal, communication, customer service, and teamwork skills, with the ability to work effectively in a multicultural and fast-paced environment.